Job
Description
About Us Keka is a leading provider of HR, Payroll, and Performance Management software for Small and Medium Businesses (SMBs). We are committed to delivering innovative solutions that help businesses optimize their workforce and drive organizational success. At Keka, Customer Success is at the heart of everything we do, ensuring that our clients maximize the value of our software and achieve tangible business outcomes. We are looking for a dynamic and experienced Group Manager for Customer Success to lead our Indian SMB market efforts and support our operations. Job Summary As the Group Manager for Customer Success, you will lead a team of customer success managers, ensuring that our SMB customers in India receive the highest level of support and guidance in adopting and deriving value from our products and services. The Group Manager, Digital Customer Success, is also responsible for implementing & building tools and strategies to ensure that customers achieve their desired outcomes. Key Responsibilities Leadership & Team ManagementLead and mentor a high-performing Digital Customer Success team responsible for the Indian SMB market.Higle level of knowledge of digital tools and platforms that can be used to minimize the manual efforts of the teamDevelop and execute strategies to drive customer satisfaction, retention, and expansion within the SMB sector in India.Set clear performance expectations, KPIs, and goals for the team, and ensure regular performance reviews and coaching.Oversee and optimize customer onboarding, engagement, training, and support processes.Work closely with the Sales and Product teams to ensure seamless integration and delivery of customer solutions.Proactively identify potential churn risks and develop strategies to mitigate them.Ensure customer feedback is collected, analyzed, and acted upon to improve our products and services. Cross-functional CollaborationCollaborate with Product, Sales, and Marketing teams to ensure customer feedback informs product development and marketing strategies.Work closely with the Support team to address any customer issues or challenges promptly, ensuring a smooth resolution and high satisfaction levels.Provide valuable insights and contribute to the development of new customer success tools, processes, and technologies. Tools & AnalyticsAnalyze customer data and success metrics to evaluate team performance, customer satisfaction, and overall success.Report on customer success KPIs (e.g., NPS, retention rates, churn) and provide actionable insights for continuous improvement.Analyze and implement tools to ensure that we are less dependent on manual processes. Key Qualifications & Skills Experience: 5+ years in customer success, account management, or related roles, with a strong background in managing preferably SMB markets within India.Leadership: Proven track record of leading and mentoring high-performing customer success teams.Market Knowledge: Deep understanding of the Indian SMB market, with a strong grasp of customer pain points, challenges, and opportunities.Customer-Centric: Passionate about delivering outstanding customer experiences and driving value.Communication: Excellent verbal and written communication skills, with the ability to engage with stakeholders at all levels.Education: Bachelor’s degree in Business, Marketing, or a related field (MBA is a plus). Preferred Qualifications Experience in SaaS or tech-related customer success roles.Understanding of CRM systems and customer success tools (e.g., Salesforce, Gainsight). Why Join Us? Opportunity to lead and shape customer success strategies for a fast-growing global company.Push the team from a traditional SMB team to being a Digital CS teamWork with a dynamic and diverse team.Competitive salary and benefits package.Flexible working hours with remote options.Be part of an organization that values innovation and customer success.
